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Documentation to assist with the setup and configuration of the HaloITSM platform

Guides > AI Article Creation

AI Article Creation

In this guide we will cover:

- Configuring KB Articles to be Created by AI

- Trigger using an action

- Trigger using an event



Knowledge base articles can be created automatically using AI, taking in the correspondence between the user and the agent of the ticket and creating a description and resolution for the article. This can either directly create an article or create an article draft ticket, depending on your Halo settings. 


This functionality can assist you in creating a comprehensive knowledge base to assist agents in resolving incident tickets. 


Prerequisites


Configuring KB Articles to be Created by AI

A runbook is used to have AI create knowledge base articles, and this is available out-of-the-box in Halo. To download and enable this runbook head to Configuration > AI and enable "Create knowledge base articles using AI".


Fig 1. Create knowledge base articles using AI setting.


You will now need to configure how/when this runbook is triggered. It can either be triggered manually, by using an action on a ticket, or you can have the runbook trigger automatically from a determined event in Halo. 


Trigger using an action

To have this trigger using an action head to Configuration > Tickets > Actions, create new or edit an existing action. The system use of the action will need to be "Send Webhook/Queue Integration Runbook", then you will be able to choose in the field below the runbook to trigger. You will either need to select 'Azure OpenAI create knowledge base article' or 'OpenAI create knowledge base article' depending on the AI model you have connected with. 


Fig 2. Action to create a knowledge base article.


This could be set against your "Resolved" action, for example, this would ensure when the agent closes the ticket a KB article is created automatically without them having to complete an additional action.


When the runbook is triggered using an action it is advised to add the "Note" field to the action and default this to contain $-allactions. This will summarise all the ticket actions within the same action that triggers the runbook, resulting in a more accurate article description/resolution. 


Trigger using an event

To have the runbook trigger (and article created automatically) when a set event occurs head to Configuration > Integrations > Custom Integrations > Integration Runbooks > select the 'Create knowledge base article' runbook associated to the connection type you are using. Then in the events table you can determine what event causes this runbook to trigger. In the figure 3 example the runbook will be triggered each time a 'problem' ticket type is closed. 


Fig 3a. Event to trigger runbook when ticket 'closed'.


Fig 3b. Additional event criteria - ticket type = problem.


Now each time the configured action is used, or the set event occurs a knowledge base article will be created in your instance based on the ticket data. 


The created article will have a title of 'Article Created from Ticket X' and will be created under the default FAQ list (this is the FAQ list with the lowest system ID). If you are using the article drafts functionality (enabled under configuration > knowledge base) a new article draft ticket will be logged. With AI populating the article description and resolution fields on the ticket. For more information on article drafts see our guide here. 


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